Don Peppers’ blog posts are followed by nearly 300K on LinkedIn. He was among the first invited to be a LinkedIn Key Influencer when the program began in 2012. Today, he is one of LinkedIn’s top CX experts.

Don's Blog

“Centaur Retailing” (How Brick-and-Mortar Retailers Can Win Against Online Vendors)

In 1997 IBM’s Deep Blue defeated world chess champion Gary Kasparov, signaling the start of today’s much hyped fascination with artificial intelligence, or AI. Following Kasparov’s loss, however, a new form of chess competition arose. Officially dubbed “advanced chess” but often called “centaur chess,” it involves teaming human chess players with a computer, giving the…

Are You Keeping Secrets From Your Customers?

Since the dawn of commerce, the playing field has always been a bit tilted in favor of the seller, because sellers almost always have better information than buyers have about whatever products are being sold. In economics, this is known as “information asymmetry,” and to avoid being taken advantage of by unscrupulous sellers, or perhaps…

Ten Simple Exercises to Improve Your Own Creativity

As human beings, we are all constantly observing the environment around us and making mental predictions for what will happen next, given the context of our observations. The ability to interpret observations and fit them into a context of some kind may in fact be one of the hallmarks of consciousness itself.

Forgive Us Our Debts…

Have you ever filed for personal bankruptcy? Ever consider it? You wouldn’t be alone. Nearly a million Americans file for bankruptcy every year. And lucky for them, because the United States has the most liberal personal bankruptcy laws in the world. The U.S. is one of only a few countries, in fact, where a person…

Do We Want to Put Payday Lenders Out of Business? Yes or No?

News of the day involves a breaking story about the criminal or nearly criminal world of payday lending. But let’s first back up a minute and ask ourselves: Why on Earth would any thinking person ever pay 700% interest for a $300 loan from a creepy, predatory payday lender? BECAUSE THEY REALLY REALLY NEED THE MONEY, THAT’S WHY!

Four Ideas for Creating a More Trusting, Collaborative, and Productive Culture

One of the most important consequences of today’s more technologically advanced, highly inter-connected and complex society is that these factors all call for a higher degree of trust and collaboration within any organization. Whether it’s a top-down, hierarchical organization chart, or a work-at-home scrum of coders swarming a problem, collaboration – and trust – are more…

Three Questions That Will Help You Make Business Decisions More Scientifically

Germany’s TeamBank AG, which lends to consumers under the brand name “EasyCredit,” has granted thousands of loans to consumers who do not fit the bank’s lending criteria. Millions of euros are lent out this way every year. Why do you think they do this? Are the bank’s lending officers just incompetent? Or perhaps they have…

Horror Films, Data Analytics, and Customer Journey Mapping

A Forrester analysis of customer journey-mapping tools, released this month, analyzes 13 different vendors, including Adobe, NICE, SuiteCX, Teradata, Kitewheel and others, examining each vendor in terms of: Data fusion, that is, how well a vendor can connect data across different journey steps to create a unified view of each individual customer’s experience; Design and…

How to Assign Responsibility for the Customer Experience – A Practical Idea

In two recent articles I suggested that: While customer experience initiatives seem to be in high demand, they aren’t fully implemented nearly as often as this demand might indicate, and A lot of political squabbles and internal conflicts will be exposed at your company once you make a sincere effort to see your company through the customer’s eyes….

The Dirty Little Secret Behind CX Initiatives, and Why They’re So Hard

In my last post I reviewed several factors that all contribute to the difficulty of pursuing a long-term customer experience improvement initiative, even though improving CX seems to be on every company’s wish list. But in addition to inattention, drifting priorities, overloaded managers, inadequate data and lack of tools, there is one additional, quite significant factor I…